Academic research in the field of service science

SSF is proud to host eight ambitious PhD candidates, working on different themes related to service science and service innovation. Their state-of-the-art research constantly supplies our projects with the most recent insights and methodologies. Through our PhD candidates, SSF guarantees the synergy between research and application.


Collaborative value creation, consumer learning and consumer habit development

Collaborative value creation, consumer learning and consumer habit development

Robert Ciuchita

Robert presented his work-in-progress at international marketing conferences and has been a fellow of the PDMA – UIC, EMAC and AMA SERVSIG doctoral consortia. Results of his work have been published in the Journal of Service Research. In addition, Robert spent one semester as a visiting scholar at the Marketing Department of the Robert H. Smith School of Business at the University of Maryland, College Park.

The influence of team interactions and team creativity on service innovation

The influence of team interactions and team creativity on service innovation

Elena Francu

Elena joined SSF’s PhD team in October 2013. Her research aims at analyzing the influence of team interactions and team creativity on service innovation though the lenses of social network analysis. She is very enthusiastic about the innovative and objective methods of collecting behavioral data by the means of the newly available sensible devices such as the sociometric badge.

Social norms and peer effects in intertemporal decision-making

Social norms and peer effects in intertemporal decision-making

Pieter Verhallen

Pieter works with financial service providers to disentangle the precise components driving the effects of social norms and peer information on consumer decision-making in the financial domain. Knowing which drivers are effective, and for whom, allows service providers to tailor their service and communication accordingly.

Service design innovations for customer experience in value networks

Service design innovations for customer experience in value networks

Martina Čaić

Martina's research will not only address rising challenges for service design arising from proliferation of complex service systems and value networks, but will also try to offer models and frameworks for service practitioners. Planned projects will examine interdependencies and collaboration of various stakeholders (e.g. customer networks, provider networks, external influencers) in value co-creation. This multi-actor perspective will be mainly observed for technology-intensive services and transformative services.

Innovation in small and medium product-centric enterprises in Limburg

Innovation in small and medium product-centric enterprises in Limburg

Kars Mennens

As part of his research on innovation in SME's, Kars monitors the effectiveness of different stimuli offered to regional product-centric SME's. The 'LimburgMakers' initiative, aimed at increasing the competitiveness of SME's in Limburg, offers these stimuli in the form of seminars, workshops and six different subsidized support packages or tools

The effect of service design tools and principles on service innovation in complex customer networks

The effect of service design tools and principles on service innovation in complex customer networks

Susan Stead

Susan’s research examines service design principles and tools that can be used to create service innovation in complex customer networks. More specifically, she will investigate customer journeys across multiple touchpoints that are embedded in such networks in different industries. The findings should provide insights on how companies can improve the overall customer experience by innovating their service networks.

Health care innovation - Effectiveness of washing without water

Health care innovation - Effectiveness of washing without water

Fabian Groven

As an external PhD, Fabian assesses the effectiveness of the health care innovation called 'washing without water' (www) across Europe. The www concept can be applied to maintain the body hygiene of bedridden patients without the use of water and soap. Fabian will apply quantitative and qualitative research methods and ultimately aims to start a randomised controlled trial in health care institutions across Europe.

Publications


An overview of the different academic publications that the Service Science Factory has realized in several internationals journals.

Uncovering Collaborative Value Creation Patterns and Establishing Corresponding Customer Roles
Moeller, Sabine, Robert Ciuchita, Dominik Mahr, Gaby Odekerken-Shröder and Martin Fassnacht (2013)
Journal of Service Research, 16 (4) 471-487

A service science approach for improving healthy food experiences
Mahr, Dominik, Nikos Kalogeras, and Gaby Odekerken-Schröder (2013)
Journal of Service Management, 24 (4), 435-471N

State of the art in benefit risk analysis: Economics and Marketing
Kalogeras, G. Odekerken. J. Pennings, H. Gunnlaugsdottir, F. Holm, O. Leino, J. Luteijn, S. Magnusson, M. Pohjola, M. Tijhuis, J. Tuomisto, O Ueland, B. White, H. Verhagen (2012)
Finance, Food and Chemical Toxicology, 50(1), 56-66

Exploring the Post Termination Stage of Consumer-Brand Relationships: An Empirical Investigation of the Premium Car Market
Odekerken-Schröder, G.J., T. Hennig-Thurau, A. Knaevelsrud (2010)
Journal of Retailing, 86 (4), 400-413

Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration
Wetzels, Martin, Gaby Odekerken-Schröder, Claudia van Oppen (2009)
MISQ, 33 (1), 177-195

Who’s who in brand communities and why?
Ouwersloot, Hans and Gaby Odekerken-Schröder (2008)
European Journal of Marketing, 42 (5/6), 571-585

A Cultural Models Approach to Service Recovery
Ringberg, T., Odekerken-Schröder, G.J., Christensen, G.L. (2007).
Journal of Marketing ,71 (July), 1944-214

Various research activities


Service Design for Innovation

SSF is one of the consortium partners in the European Initial Training Network (ITN) that started in January 2015 and will be finalized in December 2018

The SDIN consortium is comprised of 8 highly reputed European academic and non-academic institutions:

  • University of Porto, Portugal (coordinator);
  • County Council of Värmland (Sweden);
  • Cologne University of Applied Sciences (Germany);
  • EDP Comercial (Portugal);
  • Karlstad University (Sweden)
  • Lancaster University (UK)
  • Linköping University (Sweden)
  • Maastricht University (Netherlands)

SDIN also collaborates with several associated partners that will be involved in the research projects:

  • Compta (Portugal)
  • IBM Deutschland GmbH (Germany)
  • Nile (UK)
  • Orbis Medich Centrum (Netherlands)
  • Portugal Telecom Inovação, SA (Portugal)
  • Service Design Network GmbH (Germany)”

Click here for more information about SDIN!

Servsig 2016

Today’s service marketing world is alive with new ideas and trends. Mobile, location-based services are claiming their role in the overall customer experience. Organizations are transforming into service platforms where empowered consumers exchange recommendations and celebrate achievements. And, access to services (such as movies via Netflix) is eclipsing the need to own products.

SERVSIG 2016 gave researchers a chance to explore these new and emerging trends in services marketing. It was an amazing opportunity to meet with peers and exchange ideas to ensure that our work can have impact.

Click here for more information about this conference, which took place 17-19 June 2016!

Research monitors

SSF is involved in several recurring research activities. Every year, SSF conducts and analyses a survey among service managers for the Dutch association of service management (NVSM), which is published as a report for their members. SSF furthermore biannually monitors patient satisfaction of patients undergoing knee surgery at the Academic Hospital in Maastricht.